Best Practices in Insurance Licensing Forum

Best Practices in Insurance Licensing
Forum
Agenda
•
10:00 – 10:30
Welcome and Opening Comments
Sonya Dungey, Director of Licensing
Michele Riddering, Licensing Manager
•
10:30 – 10:50
Consumer Services Division
Kristie Taber, Manager – Communications Center and Consumer Assistance
Regan Johnson, Manager – Market Conduct
•
10:50 – 11:00
Legislative Update
Jenita Moore, Deputy Commissioner – Policy
•
11:00 – 12:00
Producer Licensing Guiding Principles
Deborah Canja, Deputy General Counsel – Office of General Counsel
•
12:00 – 1:00
Lunch
•
1:00 – 1:30
DOB Conversion: Continuing Education
Tracy Lord Bishop, Education Administrator
•
1:30 – 2:30
Business Entity Licensing
Jennifer Childs, Licensing Analyst
SueEllen Tyszkiewicz, Licensing Analyst
•
2:30 – 3:00
Technology Update
Terri Mann, Technology Specialist
•
3:00 – 3:15
Break
•
3:15 – 4:30
Entry Level Licensing Exams
Paige Colley, Testing Specialist
Tadas Dabsys, Vice President – PSI Services
Nikki Shepherd Eatchel, Vice President – Prometric
Dr. James Fryer, Senior Sales Executive – Pearson VUE
Craig Johnson, Client Services Manager – Prometric
•
4:30 – 4:45
Problem Applications
Tracey Peck, Producer Licensing Specialist
•
4:45 –5:00
Questions & Answers
Adjournment
NEXT
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Pre-Licensing Education
Background Checks
Licensure Application
Continuing Education
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Commercial Lines
Commissions
Surplus Lines
Limited Lines
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Pre-Licensing Education
Background Checks
Hours Required
Licensure Application
Restore
Continuing Education
Waiver / Exemption
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Pre-Licensing Education
Background Checks
Licensure Application
State-wide Criminal History
Continuing Education
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Pre-Licensing Education
Background Checks
Licensure Application
Continuing Education
6 Major LOA’s
Core Limited Lines
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Pre-Licensing Education
Background Checks
Licensure Application
Continuing Education
Term of Compliance
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Commercial Lines
Commissions
Multiple Exemptions
Surplus Lines
Limited Lines
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Commercial Lines
Commissions
Surplus Lines
Commission Sharing
Limited Lines
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Commercial Lines
Commissions
Surplus Lines
Limited Lines
Surplus Lines Exam
Restore
Review of NAIC Compliance
Since 2007, OFIR has increased
uniformity with NAIC by….
Commercial Lines
Commissions
Surplus Lines
Limited Lines
CE Requirement – Resident Producers
Restore
Licensing Population
Active Resident Licensees as of December 31, 2009
Individual Producer
Individual Producer – Surplus Lines
Business Entity Producer
55,594
332
8,325
Business Entity Producer – Surplus Lines
138
Adjuster for the Insured
123
Insurance Adjuster
Counselor
1,762
931
Solicitor
1,453
Resident License Total:
68,658
Licensing Population
Active Non-Resident Licensees as of December 31, 2009
Individual Producer
119,430
Individual Producer – Surplus Lines
1,074
Business Entity Producer
8,100
Business Entity Producer – Surplus Lines
Adjuster for the Insured
Insurance Adjuster
Counselor
346
87
5,645
37
Non-Resident License Total:
134,719
Michigan Total Insurance Population:
203,377
Insurance Licensing Bulletins
•Bulletin 2010-06-INS:
Approval of New Contract Form for Adjuster for the Insured
Residential Contracts
•Bulletin 2010-05-INS:
Insurance Crop Adjuster Licensing
•Bulletin 2010-01-INS:
Designated Responsible Licensed Producer Affiliations
•Bulletin 2009-15-INS:
Insurance Producer Variable Life/Variable Annuities Line of
Authority (supersedes Bulletin 1990-04)
Consumer Services Division
Kristie Taber, Manager
Communications Center and Consumer Assistance
Regan Johnson, Manager
Market Conduct
Consumer Assistance Section
• Assists consumers with insurance and financial services
problems and questions
• OFIR received approximately 5,618 consumer complaints last
year:
3,051 Insurance
1,042 Blue Cross & HMO
1,030 Consumer Finance
 165 Securities
 330 Credit Unions/Banks
• Total recoveries over $16 million
Our Goals
Educate the consumer
Make sure the consumer is treated
fairly and within standard business
practices
Ensure compliance with statutes
Complaint Statistics by Reason & Coverage
•
•
•
•
•
Claim Handling 46%
Customer Service 26%
Underwriting 9%
Marketing and Sales 8%
Non-compliance 11%
•
•
•
•
•
•
•
Accident & Health 50%
Homeowners 12%
Auto 20%
Life 9%
Annuity 5%
Liability 2%
Fire & Commercial 2%
Common Insurance Complaint Issues
•
•
•
•
•
Misrepresentation/Unsuitability in the Sale of Equity Indexed or
Variable Annuities and Universal Life Policies
Rating Complaints:
- Long Term Care Rate Increases
- Affordability of auto and home insurance
- Availability and affordability of health insurance
Medicare Supplement Duplication of Coverage
Fiduciary Violations
Claim Issues
– Health Insurance Claim Denials
– Automobile
– Personal Injury Protection
– Homeowner
Business-To-Business Complaints
•
Business-to-Business complaints handled by Investigations Section
•
OFIR will not intervene in contractual disputes :
- Do not review questions regarding payment of commissions, etc.
•
If dispute involves alleged violation of Insurance Code, may review
with supporting documentation
Complaint Process
1.
Complaint arrives – must be submitted in writing
2.
Assigned to analyst by topic
3.
Forwarded to insurer and/or agent for response
- Response due in 21 calendar days
- Fine imposed for failure to respond
- Company cannot respond on behalf of agent
- Must respond in duplicate
4.
Analyst reviews response and documentation submitted by licensee
and consumer
Complaint Process
5. Complaint analysts are impartial in their review
- Documentation submitted is crucial to their determination on file
6. OFIR will determine
- Is consumer harmed by activity?
- Is activity in violation of Insurance Code?
7. Analyst makes file determination:
- Request additional information
- Close complaint; closing letter sent to consumer
- Refer to Investigations for review and action
Common Violations & Referrals
•
•
•
•
•
•
•
•
•
Unlicensed Activity/Fraud
Fiduciary issues; premiums not remitted, misappropriation/embezzlement of funds
Binding coverage without appointment with insurer
Public Adjuster
–
Charging fees in excess of 10% allowed
–
Advancing money to insured
–
Not maintaining required records
–
Soliciting insured at the scene of the fire
–
Requiring their name on all settlement checks to the insured
Agent forgery
Agent misrepresentation of insurance policy
False and/or misleading advertising
False statements relative to an application for insurance
Rebating
What We Can & Cannot Do
• Investigate complaints against
persons and business entities
accused of violating Insurance Code
• Interpret statute
• Bring administrative actions or refer
to Attorney General for civil or
criminal prosecution
• Act as court of law
• Act as an attorney or give legal
advice
• Take action in matters involving
internal affairs of a business
Summary
Purpose of Consumer Assistance is to:
 Ensure consumers are treated fairly and in
accordance with the law
 Detect violations of law and take appropriate
action
Legislative Update
Jenita Moore, Deputy Commissioner
Policy Division
Producer Licensing Guiding Principles
Deborah Canja, Deputy General Counsel
Office of General Counsel
The Internet: Popular Sites for Locating People
•
•
Fee Based Databases
irbsearch.com
merlindata.com
locateplus.com
tracers.com
flatrateinfo.com
pallorium.com
skipsmasher.com
Directory Assistance
masterfiles.com
argali.com
•
Free Databases
google.com
zabasearch.com
peoplefinder.com
yahoo.com
altavista.com
myfamily.com
birthdatabase.com
zoominfo.com
The Internet (cont.)
•
•
Registered WWW Domain
networksolutions.com
Blog Searching
blogsearch.google.com
technorati.com
daypop.com
journalspace.com
blogdigger.com
easyrss.com
feedster.com
blog.com
•
Directory of Public Records
searchsystems.net
publicrecordcenter.com
•
Business Searches
goliath.ecnext.com
manta.com
guidestar.org
•
Additional Avenues
lexisnexis.com
nexis.com
accurint.com
The Internet: Michigan Courts/Services Online
• Michigan v. Florida v. California
online culture
• Years computers search
• Offender Tracking Information
System (OTIS)
• Michigan State Police ICHAT
Service
co.genesee.mi.us
oakgov.com/courts
macombcountymi.gov
courts.ingham.org ($11)
55th District, Mason
67th District, Flint
61st District, Grand Rapids
89th District, Cheboygan
Lunch
Main Concourse
Upper Level
DOB Conversion: Continuing Education
Education Administrator
Tracy Lord Bishop
Continuing Education Review Date
Previous method used a combination of:
Previous Method
New Method
Example A
The Last # of Social
Security Number
Example B
Example C
Example D
First letter of last name
Continuing Education Review Date
The new method uses a combination of:
Previous Method
New Method
Birth Year
Birth Month
Example A
Example B
Example C
Even
Odd Birth Year
Example D
Last completed CE review date:
• 2008 – new review date in 2010
2011
• 2009 – new review date in 2012
2011
Review Date:
•First
day of
of birth
•First day
birth
month,
month, 2012
2011
•Repeat
•Repeat every
every 2
2
years
years
Continuing Education Review Date
Previous Method
New Method
John Doe
Example A
Date of Birth:
January 26, 1980 &
last CE date 6/1/09
Example A
Example B
Example C
Example D
CE Review Dates
• Jan. 1, 2012
• Jan.1, 2014
Continuing Education Review Date
Previous Method
New Method
Jane Doe
Example B
Date of Birth:
May 15, 1981 & last
CE date 2/1/08
Example A
Example B
Example C
Example D
CE Review Dates
• May 1, 2011
• May 1, 2013
Continuing Education Review Date
Previous Method
New Method
Mrs. Smith
Example C
Date of Birth:
Dec 14, 1968 & last
CE date 1/1/08
Example A
Example B
Example C
Example D
CE Review Dates
• Dec 1, 2010
• Dec 1, 2012
Continuing Education Review Date
Previous Method
Mr. Smith
Example D
Date of Birth:
June 10, 1972 &
NEXT CE date
6/1/10
New Method
Example A
Example B
Example C
Example D
90 Day Extension:
If your CE review date is within the first
6 months of 2010, you are allowed a 90
day extension.
CE Review Dates
• Sept. 1, 2010
• June 1, 2012
Business Entity Licensing
Jennifer Childs
SueEllen Tyszkiewicz
Licensing Analysts
Electronic Business Entity Applications
• Submitted via the NIPR gateway at
www.nipr.com as of March 22, 2010
Naming of Business Entities
• AG Opinion #7242:
Section 213(1) of the Business Corporation Act,
1972 PA 284, MCL 450.1213(1), does not require a
corporate insurance agency that includes the word
"insurance" in its name to also include the word
"agency," and a corporate agency is free to use the
word "insurance" in its name so long as the name,
taken as a whole, does not imply that the agency is
an insurance or surety company.
How to Prevent Delays in Application Processing
Disclose ALL
information
Submit ALL
dates of birth
Make sure DRLP(s) for all lines of
authority are requested on the
application
DRLP
What is a DRLP?
Designated Responsible Licensed Producer:
This producer is responsible for a
business entity’s compliance with state
insurance laws, rules and regulations.
DRLP
What changes were made?
Business entity applicants must
designate one or more individuals as the
agency’s DRLP for EACH line of authority
for which the agency is applying.
DRLP
The 14 Day Notice
If any one of the following occurs, the business entity has
14 days to solve the problem:
The only DRLP of the agency
loses a line of authority that
the business entity holds.
DRLP
The 14 Day Notice
If any one of the following occurs, the business entity has
14 days to solve the problem:
The DRLP
only DRLP
becomes
of theinactive
agency
losestoanoncompliance
due
line of authoritywith
thatCE
theany
or
business
other reason.
entity holds.
DRLP
The 14 Day Notice
If any one of the following occurs, the business entity has
14 days to solve the problem:
The DRLP becomes
leaves theinactive
agency.
due to noncompliance with CE
or any other reason.
DRLP
The 14 Day Notice
If any one of the following occurs, the business entity has
14 days to solve the problem:
The DRLP
business
leaves
entitythenoagency.
longer
has a DRLP for one or more of
its lines of authority.
Technology Update
Terri Mann
Technology Specialist
Interfaces with NIPR
Michigan is 100% electronic in company
appointments and terminations through NIPR
Address Change Requests
10/28/2008 Michigan became 100% electronic for
individual producers, resident and non-resident
3/22/2010 Michigan went live with electronic
Business Entity applications resident and non
resident
Electronic applications for adjusters, solicitors and
counselors
Electronic License renewals
Interfaces with NIPR
Interfaces with NIPR
Interfaces with NIPR
Interfaces with NIPR
Interfaces with NIPR
Changing Your Mailing Address
Incorrect mailing
address
After July 1, 2010, licensees may
be fined up to….
Notify OFIR of changes
within 30 days to avoid
the fine.
Advances in Technology
Movement towards complete use of email
communications.
Includes:
•Renewals
•Pending Application Inquiries
Projected
Date:
Dec. 2011
•CE Notices
•Other insurance related correspondence
Advances in Technology
Enterprise Web-based Database
Will be used for:
•Surplus Lines Taxes
•Renewals - Solicitors, Counselors,
Adjusters, & Surplus Lines
•CE & PE Banking for Providers
Projected
Date:
Jan. 2011
 OFIR is “going green”
by utilizing online
licensing notifications.
 Notifications will no
longer be sent on paper.
MORE
Licensees will no longer receive
the following through mail:
 Warning letters for C.E.
 C.E. Suspension letters
 Requests for additional information for
licensure
 Licensure notifications
 Document requests
What does this mean
for me?
 You must contact OFIR with your
current email address.
You must add OFIR’s email address
to be accepted in your mailbox.
 [email protected]
Navigating the OFIR Website
Navigating the OFIR Website
Navigating the OFIR Website
Afternoon Break
Main Concourse
Coffee
Decaffeinated Coffee
Cookies
Entry Level Licensing Exams
Paige Colley, Testing Specialist
Tadas Dabsys, Vice President – PSI Services
Dr. James Fryer, Senior Sales Executive – Pearson VUE
Nikki Shepherd Eatchel, Vice President – Prometric
Craig Johnson, Client Services Manager – Prometric
Test Development
Tadas Dabsys
Vice President
Marketing & Solution Management
PSI Services LLC
Regulation & Testing
• Public Protection
• Entry-level Knowledge
• Minimum Competency
• Duties & Responsibilities
• State Insurance Laws & Regulations
Licensing Exam Development
• Validity
• Reliability
• Fairness
• Legal Defensibility
• Standards
Critical Issues: Fairness
• Chapter 7 in the Standards
• Principle aspects of fairness:
1. Lack of bias
2. Equitable treatment
3. Equality in outcomes
Critical Issues: Fairness
Highlights of Chapters 8, 9 and 10
Chapter 8: Rights and Responsibilities of Test Takers
- candidates’ rights
Chapter 9: Testing Individuals of Diverse Linguistic Backgrounds
- adaptation and potential impact on validity
Chapter 10: Testing Individuals with Disabilities
- ‘reasonable accommodations’
Job Analysis Survey
• Job Analysis
• Procedure
- Content Development
- Format Development
Sampling Methodology
• Sampling – Representative Sample
• Target Groups
• Sources for Addresses/Contact Information
Analysis of the Survey Results
• Demographic Information
• Professional Activities
• Knowledge
- Rating and Respective Response Scales
- Summary Statistics
- Identification of Qualifying Professional Activities/Knowledge
Content Specifications
• Development of Content Specifications
• Establishing Content Base for Inclusion in Exams
• Linking Knowledge Areas to Professional Activities
• Development of Operational Definitions
• Test Outline and Content Weighting
Writing Exam Questions
Dr. James Fryer, Ed.D., CPCU
Senior Sales Executive
Business Development
Pearson VUE
Basic Item Writing Principals
• One Correct Answer
• Relevant and Appropriate
• Realistic
• Important to Related Task
• Straightforward
• Clear and Concise
• No Clues that Give Away the Answer
• Entry-Level Reading Level
Item Writing Principals
• Define the Task
• Express a Complete Thought
• Reduce the Reading Load
• Use of Negative Words
• Response Options need to:
– Fits the Stem Logic
– Equal in Length
– Unique Meaning
– Plausible
– Avoid “All the Above” and “None of the Above”
How?
• National Subject Matter Experts
– Qualifications
– Experience
– Background in Job Analysis
Linking to Job Analysis
• Activities and Tasks
• Subject/Content Area of the Task
• The Knowledge Statement (KSAs)
Linking to Knowledge Statement
Content Topic Area: Types of Life Policies
 Content Sub-Topic Area – Term Life Policies
 Job Task – Explain the special features of the policy
 KSA – Knowledge of the renewable and convertible
features of a term life policy
Linking to Knowledge Statement
Knowledge Statement:
The entry level practitioner must be able to
explain the special features of a term life
policy to a potential policyholder.
Balancing Cognitive Levels
 Recall: Able to state the definition of “renewable and
convertible.”
 Application: Applies knowledge of the definition of
“renewable and convertible” by clearly explaining
what both mean and how they can be exercised by
a policyholder.
 Analysis: Applies knowledge of the definition by
determining if the potential policyholder clearly
understands the information that is being presented
to him/her.
Performance Analysis
Nikki Shepherd Eatchel, M.A.
Vice President
Test Development
Prometric
Item Statistics
 p-value: Percentage of candidates in a sample who
answer an item correctly.
 rpbis: Correlation within a sample between
performance on an item and performance on the
overall exam.
 option analysis: Percentage of candidates who
answer each option.
 option rpbis: Correlation between performance on
the options and the overall exam
Forensic Data Analysis
Suspicious Candidate Activity
 Test for significant differences in pass rates
 Better performance on harder items
 High scores in low test times
 Suspicious improvement in scores
 Candidates with unusual item timing (bimodal latencies)
 Previewing behavior
Analysis of Subgroup Performance
 Tests for significant differences in pass rates
 Differential item functioning (DIF): DIF occurs when
examinees from different subgroups with equal
knowledge exhibit different probabilities of success on an
item. However, DIF by itself, is not evidence of item bias.
Reporting Results and Impact of Scores
 Candidate Score Reports
 Diagnostics
 State Reports
- Monthly
- Annually
 School Reports
 Topic Level
Candidate Performance: MI Life Producer Exam
1665 MI Life Producer Exam
1/1/09 – 12/31/09
Number of Exams Given
4,313
Number of Total Examinees
2,808
Number of Total Examinees Passed
2,185
Percentage of Total Examinees Passed
77.8%
Number of First-Time Examinees
2,664
Number of First-Time Examinees Passed
1,628
Percentage of First-Time Examinees Passed
61.1%
Mean Percentage Score
69.0%
Standard Deviation Percentage Score
11.2%
Passing Score v. Pass Rate
 Passing Score: Cut Score or minimum score to pass
 Pass Rate: How many candidates pass the test
Variables Affecting Pass Rates
• Examination
• Education
• Candidate – Study Habits, Health
• Reference Material/Study Guides
• Environment
• Others
Vendor Presentations: Conclusion
◊ Questions
◊ Comments
Thank you!
Call Center Data
Avg
Skill
Date
Totals:
Avg
Serv
Serv
%
Speed
Calls
Talk
Aban
Level
Level
Calls
Answered
Answered
Time (Sec)
Calls
%
Calls
Answered
48
14,800
379
421
83.2%
12,311
97.2%
MIINS
January-09
63
1,125
488
35
81.1%
912
97.0%
MIINS
February-09
37
1,176
349
32
86.1%
1,013
97.4%
MIINS
April-09
62
494
364
21
76.5%
378
95.9%
MIINS
May-09
54
1,626
366
51
80.3%
1,306
97.0%
MIINS
June-09
58
1,674
380
80
78.2%
1,309
95.3%
MIINS
July-09
38
1,696
351
32
86.5%
1,467
97.9%
MIINS
August-09
56
1,449
383
56
82.2%
1,191
95.5%
MIINS
September-09
42
1,412
365
52
83.9%
1,184
95.8%
MIINS
October-09
45
1,423
379
50
83.4%
1,186
95.7%
MIINS
November-09
45
1,370
360
50
83.0%
1,137
96.0%
MIINS
December-09
26
1,355
380
29
90.6%
1,228
97.3%
Recruitment of SME’s for ERW August 19, 2010
Craig Johnson, MPA
Client Services Manager
Financial Services
Prometric
ERW OVERVIEW
Prometric and the Michigan Office of Financial and Insurance Regulation
conducted the annual exam review workshop to:
•
Review content outlines for applicability with current Michigan statutes, rules,
regulations and Insurance Department policy;
•
Review test items – questions and responses – for clarity and relevance;
•
Draw on the expertise of local insurance professionals to further validate the
test content used in the state.
•
Prometric performs an exam review for all exams in Michigan every two years
to cover National and State content
OVERVIEW OF EXAM REVIEW WORKSHOP
•
The Michigan Office of Financial and Insurance Regulation and Prometric
identified and enlisted approximately 38 Michigan industry professionals
to participate in the 2009 workshop.
•
Participants represented various industry affiliations, levels of experience,
and geography
•
This breadth of representation was sought to ensure development of
exam content that tests entry-level knowledge for licensing in Michigan .
Each test item was either accepted, modified, or removed
from the item bank after it was reviewed.
ERW TIMELINE OF ACTIVITIES
The ERW is one of the first of several steps in the process to update test content
and to republish Michigan Insurance exams in Prometric test center network.
Course
Exam
Test
Outline
Review
Design
Revisions
Workshop
Revisions
Test
Test
Publishing
Quality
Exam
Distribution
The target date for next Michigan Insurance ERW is August 19, 2010
*New exam outlines available post ERW
Exam Review Workshop- Content Review
Both National and Michigan - Specific Content Reviewed
• Reviewed annually by Committees
 Committee is chosen and invited by OFIR
 Industry Leaders and OFIR employees are represented
 Every line is thoroughly reviewed by participants
 ERW participants are not responsible for item writing but review and
re-write to ensure it meets OFIR standards; however, OFIR conducted
item writing session in the past
EXAM CONTENT OUTLINE
Licensing Examination Bulletin
http://www.prometric.com/Michigan/Insurance.htm
Click the download button under the heading “Find Answers to Your Questions”
Outlines
http://www.prometric.com/Michigan/content-outlines.htm
Problem Applications
Tracey Peck
Licensing Specialist
Inaccurate Application Responses
Errors in CRIMINAL and ADMINISTRATIVE background questions
are the most common among application responses.
EXCEPTIONS:
CRIMINAL
Misdemeanor
traffic offenses
andmilitary
juvenile
 Misdemeanors,
felonies and
offenses.
acts (offense
Convictions delinquent
Judgment
deferredfor which you were
must be
convicted as a juvenile).
reported,
including:
Pending charges
**NOTE**
Guilty convictions
If you doOffense
not disclose
conviction
your was
where aafine
/ probation on
/ suspension
given
application and
one is found during our
check, the
failure
tonolo
disclose
is a reason
Guilty
plea or
contendre
to deny you a license!
Inaccurate Application Responses
Errors in CRIMINAL and ADMINISTRATIVE background questions
are the most common among application responses.
EXCEPTIONS:
Misdemeanor traffic offenses and juvenile
delinquent acts (offense for which you were
convicted as a juvenile).
**NOTE**
If you do not disclose a conviction on your
application and one is found during our
check, the failure to disclose is a reason
to deny you a license!
Inaccurate Application Responses
Errors in CRIMINAL and ADMINISTRATIVE background questions
are the most common among application responses.
ADMINISTRATIVE
 Having
a license censured / suspended / cancelled /
EXCEPTIONS:
terminated
Only exceptions
are terminations due solely
Admin.
action
 Being assessed
to noncompliance
witha fine
continuing education
must be
orReceiving
failure toa cease
pay aand
renewal
fee.

desist order
reported,
 Receiving a compliance or prohibition order
including:
 Surrendering a license to resolve an admin. action
 Being party to an admin. action or arbitration hearing
Questions & Answers
OFIR Licensing Staff
Adjournment
Please complete an evaluation.
Thank you for attending the
2010 Best Practices Forum!